Account Management Representative

UPM Specialty Materials is looking for two (2) Account Management Representatives to join their Customer Service team in Naperville, IL. The Account Management Representative is responsible managing customer relationships throughout the order lifecycle, ensuring accurate order processing, and delivering high-quality service. This role involves coordinating with customers and internal teams to resolve issues, manage inventory programs, and maintain efficient supply chain operations. The position also includes handling inquiries, processing complaints and claims, and contributing to continuous process improvement. 

Greetings from your future manager 

“I’m excited to welcome two (2) new Account Management Representatives to our team. As we continue to evolve and strengthen how we work together, we are focused on building a collaborative, engaging, and flexible environment where individuals can grow and make an impact. In this role, you will help elevate the customer experience, build trusted relationships, and support our diverse global customer base across the supply chain. You’ll partner closely with Sales Managers and cross-functional teams to ensure a seamless, consistent customer journey and deliver meaningful value. You will have the opportunity to understand customer needs, anticipate challenges, and provide proactive, customer-focused solutions. This is a great opportunity to contribute to our progress while expanding your network globally and growing your expertise in account management”. – Sarah Dembroski, Sales Director, Label & Release and Packaging, Americas. 

What you will do  

• Communicate with customers, throughout the order lifecycle, using independent judgment and discretion to resolve conflicts and solve issues as they arise  

• Efficiently perform the order management process including timely and accurate order entry, analysis of orders and communication of any capacity constraints  

• Maintain stocking programs including assessment of inventory levels and order replenishment  

• Field and process inquiries including questions related to the company’s product line  

• Coordinate and communicate with both the customer and internal partners with respect to service issues  

• Ensure efficient workflow within the supply chain with a focus on continuous process improvement and good collaboration  

• Effectively process complaints and claims  

Who you are  

• You have a bachelor’s degree in business or a related field  

• You have at least five years’ experience in customer service or a related field, seven years’ experience preferred  

• You demonstrate a working knowledge related to value chain and supply chain activities as well as a business-to-business order fulfillment cycle  

• You can balance service and cost within your daily work  

• You have business understanding and knowledge as well as problem solving skills  

• You have organizational and interpersonal skills  

• You have knowledge related to relevant IT tools and systems ideally in systems including Salesforce, SAP or both  

• You are fluent in English, fluency in Spanish is an asset 

This is what we offer to you   

• A meaningful job – We have an inspiring purpose ‘We create a future beyond fossils'. Our work is impactful and transformative.  

• A caring community – Our community is built on great team spirit and shared commitment. We care about each other and the well-being of our colleagues. We support the work-life balance of all our employees.  

• Development opportunities – We offer you great opportunities to learn and grow throughout your career. We are an international, multi-business organization offering plenty of avenues for personal growth.  

• Responsible employer - Sustainability is at the core of everything we do. We are committed to ambitious, science-based sustainability targets in all areas from climate change to biodiversity. We foster diversity and inclusivity, offering a work environment in which everyone can be themselves.  

Salary range: 73,000 to 99,000 USD / year based on qualifications and experience     

UPM offers a comprehensive benefits package which includes the following:    

• Health insurance: comprehensive medical, dental and vision plans    

• Other insurances: disability coverage, life, and AD&D insurance    

• Retirement plan: 401(k) with company match and employer retirement contribution    

• Paid time off: 15 days of paid time off plus 13 company holidays     

• Bonus: annual performance-based short-term incentive plan    

• Other: professional development opportunities    

Benefits are updated annually and plan level eligibility requirements may apply.  

Learn about our Rewarding and our Ways of working. 

Additional information about the position 

This position offers a hybrid working model, combining remote work from home with regular on-site collaboration.  

The position holder will report to Sarah Dembroski, Sales Director, Label & Release and Packaging, Americas. 

For further information about the role, please contact Sarah Dembroski, Sales Director, Label & Release and Packaging, Americas , at sarah.dembroski@upm.com. 

How to apply 

To apply, please submit your CV and cover letter by July 7, 2026.  Please note that we accept only applications submitted through our online application system. We begin reviewing applications as they are received, and you may be contacted before the application deadline. 

For support with submitting your application, please contact the HR Service Center at careers@upm.com  or tel. +18777235247. 

Learn more about how to apply from our Careers page. 

Country-specific information 

Only candidates authorized to work within the United States without sponsorship will be considered.  

This Job Description is intended to be a guide and is not intended to be a contract of employment, explicit or implicit. All contents are subject to change at the sole discretion of the company. Cooperation is expected of all employees. Other duties may be assigned as needed.